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Service Lead
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Full-time
- Valorem Reply is an award-winning digital transformation firm focused on delivering data-driven enterprise, IT modernization, customer experience, product transformation and digital workplace.
- Through the expertise of their people and power of Microsoft technologies, they provide hyper-scale and agile delivery of unique digital business services, strategic business models, and design-led user experiences.
- You will be responsible for ensuring policies and processes are followed that are consistent with client expectations and an excellent end-user support experience.
- Manage workflow/coverage needs and monitor overall team production, reallocating resources as needed to ensure adherence to SLAs and associated metrics
- Provide escalation support for client services environment, working with complex cases, upset clients, emotional situations, etc.
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